We are seeking a Client Care Associate Manager to play a key role in the success of our Client Care Programme as we expand and scale it in line with our firm-wide strategy and growth plans. Your proactive approach will support the efficient day-to-day running of the programme, helping us achieve our goals and targets. We value ideas from all levels, so you'll have the opportunity to make a real impact. You'll be supported in your career development and work collaboratively with stakeholders across the business, focusing on the retention, development, and growth of the firm's priority and strategic accounts.

In this role you'll:

1. Work with the Senior Client Care Manager and senior stakeholders to deliver a structured, firm-wide approach to client feedback and development - ensuring processes are followed and engagement is maintained across the business.
2. Work closely with our Clients and Markets Partners and our Marketing and Business Development teams to ensure alignment with our firm-wide strategy model and Stream growth plans.
3. Support the development and day-to-day management of the Senior Client Care Executive.
4. Project manage client feedback survey cycles, including internal communications, processing nominations, monitoring responses, and generating reports.
5. Analyse client feedback and insight data, providing strategic recommendations for service improvements, competitor intelligence, and new business opportunities.
6. Create department briefing packs, presentations, and reports. Present feedback findings at department meetings as required.
7. Collaborate with the Database Office to build and maintain reporting dashboards in Power BI and utilise the Dynamics 360 CRM system.
8. Keep up to date with market knowledge, including sector and competitor activity, sharing insights and best practices with the Client Care and MSC teams.
9. Demonstrate excellent communication, relationship, and stakeholder management skills, confidently engaging with colleagues and clients from all levels and backgrounds.
10. Bring a commercial mindset, being innovative and bold with creativity in problem solving and programme development opportunities.
11. Show strong analytical skills and attention to detail, working comfortably with large data sets in Excel and data systems like Power BI, Power Automate, and Power Apps.
12. Have experience using feedback platforms such as Qualtrics, Questback, MS Forms, or similar, with the ability to build and manage online surveys.
13. Possess project management experience, capable of managing multiple projects with critical deadlines, demonstrating good organization and time management skills.
14. Handle sensitive data responsibly, maintaining confidentiality and trustworthiness.
15. Be professional, flexible, a team player, self-motivated, resilient, and committed to a strong work ethic.
16. Desirable: Experience conducting client interviews, with strong listening skills, and communicating feedback and actions effectively with internal stakeholders.
17. Desirable: Experience working in a professional services environment.

We are BDO, an accountancy and business advisory firm providing advice and solutions to entrepreneurial organizations. Our Marketing and Business Development team drives growth through creativity and strategic customer engagement, supporting your career development and encouraging innovation. We foster a people-centred culture, promote collaboration, and invest in our people to help them succeed. Our flexible working arrangements, state-of-the-art facilities, and continuous learning opportunities are designed to support your professional journey.

Our Client Care Programme is central to our commitment to high-quality engagements and continuous improvement, involving listening to clients, analyzing feedback, and driving service enhancements. You will report to the Senior Client Care Manager and manage one direct report, a Senior Client Care Executive. Our culture emphasizes mutual support, respect, and the shared goal of helping entrepreneurial businesses succeed, fueling the UK economy.